Select an interaction type or multiple interaction types by selecting the required checkboxes. You have the following options:
Voice
Email
SMS
Chat
Group
Select a group to categorize the scorecard on theScorecardstab. If you want to create a group, enter a name for the group.
Description
Enter a description of the scorecard.
Categories
Select the category that you want to assign to the scorecard.
Type
The field contains the following options:
Manual:This option requires you to manually select the scores for each question. The overall grade will automatically populate based on the scorecard setup.
Auto:This option is automatically scores the calls as they are processed. Results are driven by terms/phrases identified by the assigned keyword lists.
Scoring Method
Select one of the following options:
Basic: This option, selected by default for a new scorecard, indicates that the scorecard does not support a weighted score.
Weighted: Select this option if you want the scorecard to support a weighted score. For an existing scorecard, the option is selected by default.
Info
This field is enabled only if theManual option is selected in theTypefield.
Allows comments on Scorecard
Select this checkbox if you want users to be able to provide comments.
Requires Acknowledgment
Select this checkbox if you want an acknowledgment task to be created in the work queue of agents when an evaluation is created.
Supports Arbitration
Select this checkbox if you want to provide support to agents for dispute resolution.
Note
This checkbox is enabled only if theRequires Acknowledgmentcheckbox is selected.
Arbitrators
Enter the names of the arbitrators.
Note
This field is enabled only if theSupports Arbitrationcheckbox is selected. A user can be assigned as an arbitrator through theUser Maintenancewindow, which appears when you clickSpeech IQ>Configurationon theWFO tab.
Total Scorecard Points
Enter a point for the scorecard. You can also select a point by using the arrow buttons.
Info
This field is enabled only if theAuto option is selected in theTypefield.
Note
To add more filters, click Update Filtersand select the appropriate fields.
If you have selected theAuto option in theType field, clickUpdate Filters. TheFilters window appears.
Specify the filters based on which you want the scorecard to be categorized, and then clickApply.
In the Scorecards window, clickSave. The scorecard is created and displayed on theScorecards tab.
Info
To modify a scorecard, on theScorecards tab, double-click the scorecard that you want to modify.
To delete a scorecard, in the row containing the scorecard, in theDelcolumn, click .